41 applicants

Company

The Christian Broadcasting Network · 8 hours ago

Remote Contact Center Quality Assurance Specialist

United States

Full-time

Remote

Entry Level

1+ years exp

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Responsibilities

Accountable for analysis of customer conversations/interactions utilizing an advanced speech analytics solution.

Understanding the organization’s business objectives and goals.

Analyzing recorded audio and audio-based data sets for critical insights, patterns, and trends.

Communicating analysis and proposing solutions to the organization.

Collaborating with operations and staff management using data and speech analytics.

Interpreting and driving effective execution of various department initiatives.

Determining how to improve call performance metrics and increase customer satisfaction.

Providing excellent execution of contact center programs including phone interactions, email, social media, and others.

Requirements gathering; definition, documentation, identification and creation of words and phrases that are used to drive business value utilizing the speech analytics solution.

Creation of analytical reports designed to help the team achieve business goals.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Quality AnalysisMicrosoft ExcelData analysisBusiness AnalysisCall center metricsCallMiner EurekaSalesForce.comSQLSSRSAnalytical toolsPivot tablesV-lookupsSpanish language

Required

Ability to work from home with access to a high speed internet router

Business Analysis and/or Quality Analysis background desired (1-3 years total professional experience)

Knowledgeable in call center metrics

Familiar with database query strings

Must be proficient in Microsoft Suite, specifically Excel; pivot tables, V-lookups, formulas and importing of data

Individual must be a confident team player who can work well with others, mentor new team members and provide constructive feedback

Excellent communication skills and a positive attitude are required for daily interaction with data consumers

Demonstrated ability to use various analytical tools and techniques to evaluate business problems and formulate solutions

Ability to engage in multiple initiatives simultaneously

Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must

Preferred

CallMiner Eureka speech analytics, SalesForce.com, SQL/SSRS a plus

Bachelors degree desired. Prefer focus areas in Business, Analytics, Information Technology, Linguistics, English, or similar

Fluency in Spanish language a plus

Benefits

Healthcare for full time positions

Company

The Christian Broadcasting Network

CBN is a global nonprofit ministry demonstrating the love of God and sharing the Gospel of Jesus Christ through media evangelism and humanitarian aid.

Founded in 1960

Virginia Beach, Virginia, USA

1001-5000 employees